By Tim Whistler 1000 words
The summit offered an opportunity for those who are unfamiliar with the Vanguard method to hear about work that has been done in Australia by IOOF (a superannuation fund manager) and the County Courts Registry using the Vanguard method. Vanguard team members presented public service case studies from the UK.
It was an interesting event and it highlighted the potential for leaders to think differently and better understand how work is being performed in their organisation, what is happening in delivering value to customers, and how improvements can be made.
There were several issues relevant to local government in Victoria. Continue reading
Posted by Lancing Farrell 660 words
I have previously posted on books every local government manager should read (see here and here). Again I will acknowledge the difficulty in getting people in local government to read and learn especially senior management. My earlier posts started with what I call ‘bread and butter’ reading. This post looks at some more focussed reading on specific aspects of management relevant to local government. Continue reading
Posted by Colin Weatherby 730 words
This article contains a healthy warning for local government about the need to design services with the customer in mind, and to look ‘outwards-in’. There have been a number of previous posts on services (see here, here, here and here). Disgruntled customers of councils are just as likely to use social media to vent their anger and concerns.
“Customers want influence over the contents of what they’re buying; they customise the muesli they order online; stream entertainment that is tailored to their interests, and pitch ideas to software companies as they develop new products.”
In this environment, councils that just continue to offer the same old services, or who alter services in ways that make them less responsive to customers, or more responsive but less reliable, are likely to frustrate people using those services. Continue reading